Salesman told my elderly mother, who wanted to switch from Virgin they would contact Virgin, do all the necessary paperwork and fit the new line etc on 9 June.No they didn't cancel Virgin so my mum is left with a massive bill from Virgin for 2 months which she can ill afford. The attitude of customer service was suck it up! no sympathy no apology for the wrong information supplied. As she's on a limited pension and nearly 90 this has left her virtually suicidal. BT refused to speak to me even though I hold power of attorney. Own up BT to your mistakes, train your staff and cough up the 2 months worth of bills from Virgin.